I took this picture earlier this year, but never posted it anywhere. Since I didn’t have any recent photos, I chose to use this one.
We had a problem with our clothes washer last week. The pump on it broke and poured water onto the basement floor. Another flood, no matter how small, was not something we wanted. Besides, we needed to wash our clothes. So Cindy immediately delegated the responsibility to call a repair person to me. Great. She also informed me that our reasonably new washer, purchased at Sears, was still under warranty. That would help.
So I opened up the laptop to look up phone number for the Sears’ repair service. Finding the page, I whipped out my smart phone, punched in the number, and listened to a busy signal. I frowned. No recorded voice told me that my call was important. I hit re-dial and once again heard a busy signal. I repeated this process half a dozen times over a three-hour period. Each time I got the same result. So I let it go for the rest of the day.
When I woke up the next day it occurred to me that perhaps I had erred and fingered in an inaccurate telephone number. I know that it is hard to believe that I could do that, but I decided to go back to the laptop and check. Hmm. I had erred. I entered the correct the number and dialed. Almost immediately I got a recorded message stating that I would be transferred to a customer service person, but while I waited I could listen to an amazing offer. I listened and was then told that if I wanted to take them up on the offer I only had to enter the number 1, or to decline enter #. I declined. Then I was given another offer. Again I declined. After the third offer I dialed 0 because that often takes you to a real person. Instead I got another offer. I just started hitting the # key as soon as another offer began. I gave up after the seventh futile attempt, and hung up.
Then I thought that I would give it another go and see how long it would take to get to a customer service representative. So I dialed again and prepared to start hitting #. After the twelfth # another recording came on and told me that the company I was trying to reach was no longer at that number, but if I wanted to hear more offers I could dial another number to listen to offers there. Sure. That’s what I want.
At that point I finally gave up on the Internet, and called the local Sears store. They answered on the first ring and transferred me to their repair department. I’m pretty sure that the person to whom I next spoke was somewhere on the other side of the world. While I had a hard time understanding everything he said, I was able to schedule an appointment for two days hence. He gave me a window of time in which to expect the repair person; between 8 a.m. and 5:30 p.m. Well, that narrowed it down.
I mentioned the warranty on the washer, and was told that he didn’t believe our warranty would cover anything but the electronics in the machine. He then tried to sell me insurance to cover future repairs at around $150 a month. I turned down that amazing offer without dialing #.
The repair person appeared on the scheduled day around half way through our window of opportunity. He put on a new pump in short order. He said he would clean the dryer for an additional amount of money (we accepted). And then he offered to sell us the same insurance that I had turned down two days earlier. Again I declined. Before he left he told me that he was required to call a customer satisfaction representative so that I could tell them that he had offered but that I didn’t want the damned (my term, not his) insurance. After I talked to the Customer Service Rep, the repair guy apologized and left. I liked him.